This article explains how to use the Delay action to pause a workflow for a set amount of time before the next step runs.
Applicable Plans: Available on all plans.
Available options
The Delay action has two fields:
- Value — The length of time to wait before the workflow resumes. This is a required numeric field. The value must be zero or greater, and the total delay cannot exceed 30 days.
- Unit — The time unit applied to the value. This is a required dropdown with two choices: Days and Hours.
How to use it
- Click the + icon to add an action to your workflow.
- Search for Delay in the action picker.
Searching for the Delay action by typing "del" into the action picker.
- Select Delay from the search results.
- Enter a number in the Value field.
- Select Days or Hours from the Unit dropdown.
The Delay action configuration panel with the Value and Unit fields set to 0 and Hours.
- Click Save and Test.
Note: While a workflow is paused by a Delay action, its status in Run History shows as Waiting until the delay period ends and the workflow resumes.
Note: The Delay action only pauses execution — it does not re-check the ticket automatically once the wait ends. To evaluate the ticket's current state after a delay, add a Filter Ticket action referencing the ticket ID immediately after the Delay action. This retrieves the ticket's latest data so you can apply conditions based on its current values, rather than the values captured when the workflow first triggered.
Use cases
- Delayed follow-up check: Pause the workflow for a day, then use Filter Ticket to pull the ticket's current status before deciding whether to send a reminder or escalate.
- Reminder scheduling: Wait a set number of hours or days before sending a follow-up communication to a contact or agent.
The Delay action is now configured to pause your workflow for the time you specify. Next, use the Filter Ticket action to check the ticket's current state once the delay ends.